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GREENDOT SHT

Old Account: 10 Business days ( Less than 30 days)

New Account: 20 Business days ( Funding month to month)

2 Types of bank

Go to bank Legacy

4 Fraud reasons

Card Still in possession- CH states that there are Unauthorized transaction and the compromised card is with them

Card Lost- CH states that there are Unauthorized transaction and the compromised card was lost

Card Stolen- CH states that there are Unauthorized transaction and the compromised card was stolen

Card Never Received- Card Nerved received yet

Expedited Delivery- Express 3 business days ( dasig ma deliver)

Standard Delivery - 7 10 business days

LEGACY CARD AFTER THE REPLACEMENT GO TO >>TRANSACTION>> FEE>> REVERESE

CALL FLOW

• Greetings > energetic • Empathy > emphasizing cx emotions • Framing statement > agent's agenda

Verifications / Authentications

5 points : • Full name • Phone number • Last 4 digit of SSN (Social Security Number) • Mailing Address • Date of Birth

Go2Bank Lettering: •A - High valued customer has waive fee check notations to know how many waives was used. maximum of 2 waives of delivery fee the cx can use. If downgraded in letter B, use the standard delivery.

Take note: If there is incorrect information the ch gave, try to ask them their previous phone number, or what is the incorrect information given. If still the same, try to ask them to look for their information in their online account. If they said, they didn't remember, refer them to customer service.

•Backtrack 13months for previous transactions

•Legacy account UT related card blocked -Take action > Card Status > Blocked B5 > Disputed Transaction UT-CH got disconnected

•GO2BANK Take action > Account Status > Locked > Status changed by CSR manual UT-CH refused card replacement

SSO- CHECK THE ONLINE ACCOUNT

SUPPORT G2B GO2BANK SUPPORT EN GDC GD DISPUTE EN

FOR REQUEST DOCUMENTS ( ANOTHER TICKET) RECEIVE 10 BUSINESS DAYS

CARD REFERENCE- 16 DIGIT NUMBER